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Customer Engagement

Just recently I was trying to pay for something, and my ATM card was declined. I was very embarrassed, even though the reason was simply my card had expired. When I called the bank, it turned out they had updated my address for everything except the ATM card and admitted it was because of a ...
In our The Road to Success: How to Become a “Best-in-Class Back-Office” Organization study, we found that one of the unique characteristics of today’s leading back-office organizations is their adoption of robotic process automation (RPA) technology.
In my new blog for Customer Think, I discuss how the impact of the back office should not be underestimated when discussing the customer experience.
In my last post on automation and AI, I discussed how conversational AI-powered intelligent virtual assistants (IVAs) are generating a large amount of interest in the customer engagement industry.  That post continues a theme that we see in the media every day: organizations are looking at using ...
Are you engaged in a customer engagement optimization initiative that you feel has the potential for broad impact at your organization? Are you working on an automation or robotics project where you wish you could have just one more round of funding from your business unit’s budget—or just one more ...

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